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Best answer by Tim_OVO

Updated on 14/05/26 by Chris_OVO

 

Sorry to hear you didn’t receive an In-Home Display when your smart meters were installed, sometimes this can be due to stock issues when the engineer visited.

 

If you make our Support Team aware that you’re missing this device (either since an installation or if you’ve just moved in) they can get one popped in the post for you as soon as possible. If your meters were installed by another supplier, you’d need to check that they’re currently compatible with OVO as we’ll need to be in communication with the meters to get the device paired. We can usually communicate with any S2 meters and Secure S1 meters. If you’ve got another type of S1 meter it’s worth checking whether the meter has been ‘enrolled and adopted’ allowing it to communicate with all suppliers - more in on this here.

 

If you haven’t already checked it out there’s also some really great usage data available on your online account or OVO app (download for Android or iOS) - find out how to access this info on this great guide. Just one of the great benefits of going smart!

 

We have a great guide made by one of our top volunteers, why not check it out:

 

 

OVO customer but not got a smart meter yet? - Book today!

Smart meter lost communication with us? Fill out this Online Form.

Interested but not yet an OVO customer? - Check out our plans!

97 replies

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R
Newcomer
ross1234
Newcomer
April 10, 2024

I had my smart meter installed 3 years ago. Was not given an IHD. Rang up support they said they would send one out in 5 days. Nothing arrived. Months later rang support again, they said they were sorry and would send one out in 5 days….nothing arrived. This was over a year ago. Rang support again 3 weeks ago, they said they were sorry and would send one out in 5 days! Still nothing!!!

Blastoise186
Super User
Blastoise186Super User
Super User
April 10, 2024

Has all the answers :)

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    R
    Newcomer
    ross1234
    Newcomer
    April 11, 2024

    My IHD is not broken I have never had one despite being pomised for years!

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 11, 2024

    That thread still covers you - I’ve added advice for that too which has been there since the first version.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    R
    Newcomer
    ross1234
    Newcomer
    April 11, 2024

    The engineer who installed my meters didn’t give me an IHD, can I still get one?

     

    Sure thing. You’re entitled to one anyway but it might just be that the engineer ran out of stock on the day they installed your meters. Have a chat with the Support Team if you’re with OVO, or customer service of your supplier and they should arrange for one to be sent out in the post. As with above, OVO has a policy that you’re always entitled to have an IHD sent out in the post for free if the engineer didn’t give you one during the initial install. Most suppliers share the same view, but it’s always best to ask them directly.

     

    Are you refering to the above? I have done that multiple times (over multiple years). Was told each time one would be delivered in 5 days. It shouldn’t be this difficult.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 11, 2024

    That is indeed the answer. But the guide also covers other options in case that route doesn’t work.

    You might be faster to get one yourself from ivie or Hildebrand.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    April 11, 2024

    Hi @ross1234, 

     

    I’m sorry to hear this. I can see that Blastoise186 has already provided a link to a helpful article.

     

    As you’ve mentioned getting in touch a few times about this already, I’m going to have our Forum Support team reach out to you so they can help you further.

     

    Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

     

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